Clerical Officer/Receptionist (XN02)

NHS; Otley; On-site; GBP 25,000; Part time

Job summary

An established healthcare provider is seeking a dedicated Clerical Officer/Receptionist to join their Radiology team at Wharfedale Hospital. This role offers a unique opportunity to engage with patients, manage appointments, and support a busy administrative environment. The ideal candidate will possess excellent communication skills and a professional attitude, ensuring a high standard of service in a fast-paced setting. With a commitment to patient care and continuous professional development, this position is perfect for those looking to enhance their experience in a supportive healthcare environment.

Qualifications

• Literate and numerate with clerical experience preferred.
• Able to work on own initiative and follow departmental guidelines.

Responsibilities

• Provide clerical and reception service to the Radiology department.
• Process patient referrals and maintain patient data accurately.

Skills

Excellent communication skills

Interpersonal skills

Organizational skills

Customer care skills

Education

English GCSE or equivalent

Maths GCSE or equivalent

Tools

Patient Administration Systems

Basic IT skills

Job description

Job summary

Interview Date is 27 May 2025 These interviews are held face to face only at Wharfedale Hospital.

An opportunity has arisen within the Radiology department at Wharfedale Hospital in Otley for highly motivated and enthusiastic candidates to join the team as a Clerical Officer/ receptionist. The posts are based at Wharfedale Hospital, but there may be some requirement to cover on other Trust sites. We have 0.5 whole time equivalent for part time applicants. Wharfedale Hospital is a community based facility in Otley, north of Leeds. The department offers x-ray, ultrasound, mammography and bone density scanning. We are a busy and fast paced service with over 50,000 examinations performed last year.

This would be an ideal opportunity for someone looking to expand their experience and knowledge. We will in turn offer support through a structured period of induction and training along with opportunities for professional development in a supportive environment.

The successful candidate will provide a comprehensive administrative/clerical and reception service to the Radiology department in line with Trust departmental guidance and polices. Candidates will need excellent communication skills, the ability to work as part of a team and organise/prioritise their own workload.

Main duties of the job

Greeting and receiving patients at our busy Radiology reception.

Arranging appointments with patients over the telephone for Fast Track, Urgent and Routine appointments. These appointments can be very short notice. Maintaining excellent information governance practice.

Arranging and sending of appointments by letter.

Taking and receiving of calls from patients and internal staff members with queries.

Processing patient referrals in a timely manner

Maintaining and inputting of patient data on our Radiology system

General office duties

About us

THE LEEDS WAY VALUES

Our values are part of what make us different from other trusts, so we see this as a strength, as well as a responsibility. They have been developed by our staff and set out what they see as important to how we work. Our five values are:

Patient-centred

Collaborative

Fair

Accountable

Empowered

All our actions and endeavours will be guided and evaluated through these values

Leeds Teaching Hospitals is committed to our process of redeploying 'at risk' members of our existing workforce to new roles. As such, all our job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.

Leeds Teaching Hospitals is committed to our process of redeploying 'at risk' members of our existing workforce to new roles. As such, all our job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and contact the named contact if you have any questions.

Date posted

23 April 2025

Pay scheme

Agenda for change

Band

Band 2

Salary

£24,169 a year

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

C9298-RAD-0264

Job locations

Wharfedale General Hospital

Newall Carr Road

Otley

West Yorkshire

LS21 2LY

Job description Job responsibilities

JOB DESCRIPTION AND PERSON SPECIFICATION

NB: Please do not change the Word format or Page Set Up of this document.

1. JOB DETAILS

Job Title: Clerical Officer/Receptionist

Reports to: Supervisor/Team Leader or equivalent

Accountable to: Business Manager or equivalent level

Manager

Band: Band 2

Unit/Department:

CSU: Radiology & MIS CSU

Location

AfC Job No: 742

2. JOB PURPOSE

To provide a high standard of clerical/reception service to patients and the department, adhering to departmental guidelines and policies.

The post holder will receive and check documentation, reports, patient information, processing appropriately, within departmental guidelines, including entering information on to the appropriate IT system, and retrieve information as and when required.

3. JOB DIMENSIONS

To process patient and other documentation. To be the first point of contact for patients and other visitors to the department. To provide an administrative/clerical service to the department/team. To support the delivery of a high standard of service to patients, staff and Trust departments.

4. ORGANISATIONAL CHART

5. KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

Qualifications

Literate and numerate

Experience

Previous Clerical Experience (desirable)

Previous Reception/Customer Care Experience (desirable)

IT Skills/computer literate.

Willing to undergo job training as required on

a range of Patient Administration and other Systems.

Participate in in-service and mandatory training

Participate in annual performance appraisal with commitment to agreed PDP (Personal Development Plan)

.

Special Knowledge

Insight into role and responsibilities of post

Be fully conversant with Medical Records policies and procedures and have complete understanding of standards to be achieved.

Be aware of key indicators and service level agreements within the department.

Disposition / Attitude

Able to work as part of a multidisciplinary team

Able to work on own initiative, within agreed departmental guidelines

Committed to working with people

Professional attitude

Practical Skills

Good interpersonal skills

Effectively communicate with patients and team members

6. THE LEEDS WAY VALUES

Our values are part of what make us different from other trusts, so we see this as strength, as well as a responsibility. They have been developed by our staff and set out what they see as important to how we work. Our five values are:

Patient-centred

Collaborative

Fair

Accountable

Empowered

All our actions and endeavours will be guided and evaluated through these values

The jobholder will place a high value on the quality of service by ensuring that all patient documentation is received and checked, and processed appropriately, in line with departmental procedures

Respect the contribution of all members within the team/department and the importance of working together to ensure a high standard of patient care

Commitment to contributing to a quality service in an efficient and effective manner, implementing agreed improvements to reflect services needs/changes.

Recognises the importance of Data Protection and confidentiality

Be aware of what information can be disclosed to staff, patients and other agencies

Have understanding of Health and Safety rules and individual responsibilities in relation to acts and omissions

Have a logical and problem solving approach to issues that arise

Integrity, openness and honesty

Able to work across both Trust main sites

7. CORE BEHAVIOURS AND SKILLS

Personal Motivated

Professional attitude and behaviour

Able to adapt to service led changes

Flexible approach to working practices and duties

Team Worker

Attention to detail

Good Time Keeping

Communication Literacy

Numeracy

Verbal, non-verbal

Able to communicate with all levels of staff

Responsibility to others Customer Care skills

Reliable

Trustworthy

Adaptable

8. CORE KNOWLEDGE AND UNDERSTANDING

The need for excellent customer care skills

Good standard of written and spoken English

Be aware of, and demonstrate commitment to the Trusts departmental policies and procedures

Maintaining a safe environment and their responsibilities in relation to acts and omissions

9. PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY

1. Process patient correspondence/documentation, letters, reports and other documentation.

2. To greet patients and visitors to the department, providing an efficient and courteous service

3. Check/enter patient details on the Patient Administration and other Systems.

4. Prepare patient documentation for processing, including inputting or scanning

5. Report and respond to any system faults and errors.

6. Maintain and update patient/departmental databases, prioritising within departmental guidelines and escalating unresolved situations/issues to appropriate line manager

7. Answer general telephone enquiries and requests to retrieve patient and other documentation.

8. To ensure that requests for information are dealt with in an efficient and timely manner.

9. Follow Departmental/Trust disposal and destruction procedures of confidential documentation, in line with Data Protection Act and Confidentiality.

10. Collect and deliver patient documentation/reports around Trust when required.

11. To deal with telephone and in-person queries from patients and relatives, Trust staff and external agencies.

12. To refer queries or concerns regarding patients and other visitors to the department to appropriate senior staff.

13. Assisting to maintain high standards of care, including:-

- Maintain a safe working environment, reporting incidents, accidents, complaints

- Understand the need to maintain and respect patient confidentiality

- Participate in in-service training

- Participate in mandatory training annually

- Participate in annual performance appraisal

14. Visit and/or work at other designated Trust sites as required ensuring continuity of service/patient care.

15. General office work and any other duties assigned by the Supervisor/Team Leader or Manager, which may include:-

maintain appropriate/agreed levels of stock and non-stock items, including stationery

maintain diaries for senior staff

Health and Safety/Risk Management

All staff are responsible for working with their colleagues to maintain and improve the quality of services provided to our patients and other service users. This includes complying at all times with the Leeds Teaching Hospitals NHS Trusts Policies, including Health and Safety policies, in particular by following agreed safe working procedures, and reporting incidents using the Trust incident reporting system.

Infection Control

The jobholder must comply at all times with the Leeds Teaching Hospitals NHS Trust Infection Control policies, in particular by practising Universal Infection Control Precautions. Hand hygiene must be performed before and after contact with patients and their environment.

Equality and Diversity

The jobholder must co-operate with all policies and procedures designed to ensure equality of employment. Co-workers, patients and visitors must be treated equally irrespective of gender, ethnic origin, age, disability, sexual orientation, religion etc.

Patient and Public Involvement

The Trust has a statutory duty to involve patients and public in evaluating and planning services. All staff have a responsibility to listen to the views of patients and to contribute to service improvements based on patient feedback.

Training and Personal Development Continuous Professional Development

The jobholder must take responsibility in agreement with his/her line manager for his/her own perusal development by ensuring that Continuous Professional Development remains a priority. The jobholder will undertake all mandatory training required for the role

Respect for Patient Confidentiality

The jobholder should respect patient confidentiality at all times and not divulge patient information unless sanctioned by the requirements of the role.

10. KEY RESULT AREAS

The jobholder will provide and receive routine information to inform colleagues and clients, liaising with external bodies as required.

11. COMMUNICATION & WORKING RELATIONSHIPS

The post holder will be expected to establish, maintain and respect good working relationships and communication with both internal and external organisations, institutions and individuals with whom they come into contact, including those associated with the specialty area and as appropriate within the role. The post holder will be expected to represent themselves and the service in a professional, courteous and respectful manner at all times

12. SPECIAL WORKING CONDITIONS

i) PHYSICAL EFFORT:

Frequently lifting and sorting heavy boxes filled with patient and other documentation.

Sorting, filing, and general handling of documentation.

Constant requirement for sitting in a restricted position as well as a requirement to use specialist equipment, eg steps to file and retrieve documents, trolley to move bulk documentation.

Requirement to work at any site within the Trust, in order to meet the needs of the service.

ii) MENTAL EFFORT:

Constant requirement for prolonged concentration.

Constant working to departmental deadlines and service level agreements

iii) EMOTIONAL EFFORT: Potential for some exposure to distress and emotional circumstances, for instance when dealing with patients and carers.

Job description Job responsibilities

JOB DESCRIPTION AND PERSON SPECIFICATION

NB: Please do not change the Word format or Page Set Up of this document.

1. JOB DETAILS

Job Title: Clerical Officer/Receptionist

Reports to: Supervisor/Team Leader or equivalent

Accountable to: Business Manager or equivalent level

Manager

Band: Band 2

Unit/Department:

CSU: Radiology & MIS CSU

Location

AfC Job No: 742

2. JOB PURPOSE

To provide a high standard of clerical/reception service to patients and the department, adhering to departmental guidelines and policies.

The post holder will receive and check documentation, reports, patient information, processing appropriately, within departmental guidelines, including entering information on to the appropriate IT system, and retrieve information as and when required.

3. JOB DIMENSIONS

To process patient and other documentation. To be the first point of contact for patients and other visitors to the department. To provide an administrative/clerical service to the department/team. To support the delivery of a high standard of service to patients, staff and Trust departments.

4. ORGANISATIONAL CHART

5. KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

Qualifications

Literate and numerate

Experience

Previous Clerical Experience (desirable)

Previous Reception/Customer Care Experience (desirable)

IT Skills/computer literate.

Willing to undergo job training as required on

a range of Patient Administration and other Systems.

Participate in in-service and mandatory training

Participate in annual performance appraisal with commitment to agreed PDP (Personal Development Plan)

.

Special Knowledge

Insight into role and responsibilities of post

Be fully conversant with Medical Records policies and procedures and have complete understanding of standards to be achieved.

Be aware of key indicators and service level agreements within the department.

Disposition / Attitude

Able to work as part of a multidisciplinary team

Able to work on own initiative, within agreed departmental guidelines

Committed to working with people

Professional attitude

Practical Skills

Good interpersonal skills

Effectively communicate with patients and team members

6. THE LEEDS WAY VALUES

Our values are part of what make us different from other trusts, so we see this as strength, as well as a responsibility. They have been developed by our staff and set out what they see as important to how we work. Our five values are:

Patient-centred

Collaborative

Fair

Accountable

Empowered

All our actions and endeavours will be guided and evaluated through these values

The jobholder will place a high value on the quality of service by ensuring that all patient documentation is received and checked, and processed appropriately, in line with departmental procedures

Respect the contribution of all members within the team/department and the importance of working together to ensure a high standard of patient care

Commitment to contributing to a quality service in an efficient and effective manner, implementing agreed improvements to reflect services needs/changes.

Recognises the importance of Data Protection and confidentiality

Be aware of what information can be disclosed to staff, patients and other agencies

Have understanding of Health and Safety rules and individual responsibilities in relation to acts and omissions

Have a logical and problem solving approach to issues that arise

Integrity, openness and honesty

Able to work across both Trust main sites

7. CORE BEHAVIOURS AND SKILLS

Personal Motivated

Professional attitude and behaviour

Able to adapt to service led changes

Flexible approach to working practices and duties

Team Worker

Attention to detail

Good Time Keeping

Communication Literacy

Numeracy

Verbal, non-verbal

Able to communicate with all levels of staff

Responsibility to others Customer Care skills

Reliable

Trustworthy

Adaptable

8. CORE KNOWLEDGE AND UNDERSTANDING

The need for excellent customer care skills

Good standard of written and spoken English

Be aware of, and demonstrate commitment to the Trusts departmental policies and procedures

Maintaining a safe environment and their responsibilities in relation to acts and omissions

9. PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY

1. Process patient correspondence/documentation, letters, reports and other documentation.

2. To greet patients and visitors to the department, providing an efficient and courteous service

3. Check/enter patient details on the Patient Administration and other Systems.

4. Prepare patient documentation for processing, including inputting or scanning

5. Report and respond to any system faults and errors.

6. Maintain and update patient/departmental databases, prioritising within departmental guidelines and escalating unresolved situations/issues to appropriate line manager

7. Answer general telephone enquiries and requests to retrieve patient and other documentation.

8. To ensure that requests for information are dealt with in an efficient and timely manner.

9. Follow Departmental/Trust disposal and destruction procedures of confidential documentation, in line with Data Protection Act and Confidentiality.

10. Collect and deliver patient documentation/reports around Trust when required.

11. To deal with telephone and in-person queries from patients and relatives, Trust staff and external agencies.

12. To refer queries or concerns regarding patients and other visitors to the department to appropriate senior staff.

13. Assisting to maintain high standards of care, including:-

- Maintain a safe working environment, reporting incidents, accidents, complaints

- Understand the need to maintain and respect patient confidentiality

- Participate in in-service training

- Participate in mandatory training annually

- Participate in annual performance appraisal

14. Visit and/or work at other designated Trust sites as required ensuring continuity of service/patient care.

15. General office work and any other duties assigned by the Supervisor/Team Leader or Manager, which may include:-

maintain appropriate/agreed levels of stock and non-stock items, including stationery

maintain diaries for senior staff

Health and Safety/Risk Management

All staff are responsible for working with their colleagues to maintain and improve the quality of services provided to our patients and other service users. This includes complying at all times with the Leeds Teaching Hospitals NHS Trusts Policies, including Health and Safety policies, in particular by following agreed safe working procedures, and reporting incidents using the Trust incident reporting system.

Infection Control

The jobholder must comply at all times with the Leeds Teaching Hospitals NHS Trust Infection Control policies, in particular by practising Universal Infection Control Precautions. Hand hygiene must be performed before and after contact with patients and their environment.

Equality and Diversity

The jobholder must co-operate with all policies and procedures designed to ensure equality of employment. Co-workers, patients and visitors must be treated equally irrespective of gender, ethnic origin, age, disability, sexual orientation, religion etc.

Patient and Public Involvement

The Trust has a statutory duty to involve patients and public in evaluating and planning services. All staff have a responsibility to listen to the views of patients and to contribute to service improvements based on patient feedback.

Training and Personal Development Continuous Professional Development

The jobholder must take responsibility in agreement with his/her line manager for his/her own perusal development by ensuring that Continuous Professional Development remains a priority. The jobholder will undertake all mandatory training required for the role

Respect for Patient Confidentiality

The jobholder should respect patient confidentiality at all times and not divulge patient information unless sanctioned by the requirements of the role.

10. KEY RESULT AREAS

The jobholder will provide and receive routine information to inform colleagues and clients, liaising with external bodies as required.

11. COMMUNICATION & WORKING RELATIONSHIPS

The post holder will be expected to establish, maintain and respect good working relationships and communication with both internal and external organisations, institutions and individuals with whom they come into contact, including those associated with the specialty area and as appropriate within the role. The post holder will be expected to represent themselves and the service in a professional, courteous and respectful manner at all times

12. SPECIAL WORKING CONDITIONS

i) PHYSICAL EFFORT:

Frequently lifting and sorting heavy boxes filled with patient and other documentation.

Sorting, filing, and general handling of documentation.

Constant requirement for sitting in a restricted position as well as a requirement to use specialist equipment, eg steps to file and retrieve documents, trolley to move bulk documentation.

Requirement to work at any site within the Trust, in order to meet the needs of the service.

ii) MENTAL EFFORT:

Constant requirement for prolonged concentration.

Constant working to departmental deadlines and service level agreements

iii) EMOTIONAL EFFORT: Potential for some exposure to distress and emotional circumstances, for instance when dealing with patients and carers.

Person Specification Experience Essential

• Dealing with members of the public

Desirable

• Previous clerical experience
• previous reception or customer care experience
• IT skills computer literate

Qualifications Essential

• Literate and numerate

Desirable

• English GCSE or equivalent
• Maths GCSE or equivalent
• Basic IT qualification
• Basic typing/ keyboard skills

Skills & Behaviours Essential

• Excellent interpersonal skills
• Excellent communication skills with patients, visitors and professional colleagues at all levels.
• Able to work on own initiative, within agreed departmental guidelines
• Willing to undergo job training as required on a range of Patient Administration and other Systems
• Professional attitude

Desirable

• Insight into role and responsibilities of post
• Be fully conversant with Medical Records policies and procedures and have complete understanding of standards to be achieved

Person Specification Experience Essential

• Dealing with members of the public

Desirable

• Previous clerical experience
• previous reception or customer care experience
• IT skills computer literate

Qualifications Essential

• Literate and numerate

Desirable

• English GCSE or equivalent
• Maths GCSE or equivalent
• Basic IT qualification
• Basic typing/ keyboard skills

Skills & Behaviours Essential

• Excellent interpersonal skills
• Excellent communication skills with patients, visitors and professional colleagues at all levels.
• Able to work on own initiative, within agreed departmental guidelines
• Willing to undergo job training as required on a range of Patient Administration and other Systems
• Professional attitude

Desirable

• Insight into role and responsibilities of post
• Be fully conversant with Medical Records policies and procedures and have complete understanding of standards to be achieved

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details Employer name

Leeds Teaching Hospitals

Address

Wharfedale General Hospital

Newall Carr Road

Otley

West Yorkshire

LS21 2LY

Employer's website

https://www.leedsth.nhs.uk/ (Opens in a new tab)

Employer details Employer name

Leeds Teaching Hospitals

Address

Wharfedale General Hospital

Newall Carr Road

Otley

West Yorkshire

LS21 2LY

Employer's website

https://www.leedsth.nhs.uk/ (Opens in a new tab)